Training Package

Tourism, Hospitality and Events (SIT07)

Unit title

Provide housekeeping services to guests

Unit code

SITHACS004A Unit descriptor

Competency field

Sector

Accommodation Services

Hospitality

HSC Requirements and Advice HSC Indicative Hours

5

This unit describes the performance outcomes, skills and knowledge required to provide a range of general housekeeping services to guests. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.

Prerequisite units

Nil

Application of the unit

This unit applies to housekeeping attendants in all tourism and hospitality establishments where accommodation is provided. Those undertaking this role would usually work as part of a team and under supervision.

Employability skills

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit of competency is packaged will assist in identifying employability skill requirements.

Evidence Guide The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Context of and specific resources for assessment

Evidence of the following is essential:

Assessment must ensure:

• ability to offer courteous and friendly service to guests • knowledge of a range of housekeeping services and equipment.

• demonstration of skills within a fully equipped operational accommodation environment, as defined in Appendix 1 of this document, including guest rooms and the range of typical housekeeping equipment • interaction with others to demonstrate ability to respond to multiple and varying requests.

Hospitality Curriculum Framework

October 2008

Methods of assessment

Assessing employability skills

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

• direct observation of the candidate handling customer requests related to housekeeping • role plays to demonstrate appropriate interpersonal skills in response to requests • oral or written questions to assess knowledge of services offered by the establishment or types of services generally offered and general requirements for the set up of guest rooms

SITHACS004A Provide housekeeping services to guests

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

79

Methods of assessment cont/d • review of portfolios of evidence and thirdparty workplace reports of on-the-job performance by the candidate. Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example: • SITXCOM001A Work with colleagues and customers • SITXCCS001A Provide visitor information • SITHACS005A Prepare rooms for guests.

Hospitality Curriculum Framework

October 2008

SITHACS004A Provide housekeeping services to guests

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Required Skills and Knowledge

HSC Requirements and Advice

This section describes the essential skills and knowledge and their level, required for this unit. The following skills must be assessed as part of this unit:

The following knowledge must be assessed as part of this unit:

Key Terms and Concepts

• interpersonal skills to interact effectively with guests • problem solving skills to overcome barriers that affect communication with guests, such as language and disability • literacy skills to read and respond to written requests from guests.

• typical housekeeping services and procedures • security and safety procedures as they apply to housekeeping services and guests.

• guest requests • housekeeping services • room and housekeeping equipment.

Hospitality Curriculum Framework

October 2008

SITHACS004A Provide housekeeping services to guests

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Element

Performance Criteria

Range Statement

1

1.1

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Handle housekeeping requests.

Handle guest requests in a polite and friendly manner according to enterprise customer service standards and security procedures.

Guest requests could be for a range of items and services, including: • roll away beds • additional pillows and blankets • irons • hair dryers • additional room supplies • rectification cleaning • repairs and maintenance • lost property enquiries.

HSC Requirements and Advice Learning experiences for the HSC must address: Knowledge of: • a range of housekeeping services and equipment • standard operating procedures for the provision of services and equipment, including those related to safety and security • appropriate time frames for the provision of services and equipment. An awareness of a range of items and services that guests may request including: • roll away bed • cot • additional items - pillow(s) - blanket(s) - room supplies • appliances - iron - hair dryer • servicing of the room • maintenance or repairs • rectification cleaning • laundry or dry-cleaning. Types of information that guests may request including: • the range of products and services offered by the workplace/organisation • handling of lost property • availability, location and operating hours - food/beverages - equipment - services • operation of equipment - telephone - television and associated equipment - internet connection - alarm clock - air conditioning - in-room safe

Hospitality Curriculum Framework

October 2008

SITHACS004A Provide housekeeping services to guests

82

Element

Performance Criteria

Range Statement

HSC Requirements and Advice • security features of - hotel - guest room - keys - in-room safe • procedures to follow in the event of an emergency • local area - services - attractions - transport - shops - entertainment - safety/security. Awareness of the barriers to communication and appropriate techniques to overcome these barriers when communicating with a range of customers including: • people from a range of social, cultural and ethnic backgrounds including those who don’t speak English • people with disabilities.

1.2

1.3

Hospitality Curriculum Framework

Acknowledge guests by use of name wherever possible.

Confirm and note details of requests made.

October 2008

Learning experiences for the HSC must address: Interpersonal skills to enable effective interaction with guests. Requests for information relate to: • range of services and products offered by the establishment • availability, hours and location of meals, services and equipment • how various types of equipment work • local services, attractions, transport, shops, entertainment, etc.

Learning experiences for the HSC must address: An awareness of the systems and procedures for recording requests including: • formal/informal • manual/electronic. The importance of recording information that is: • clear • legible • accurate • concise • appropriate in terms of industry terminology.

SITHACS004A Provide housekeeping services to guests

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Element

Performance Criteria 1.4

Range Statement

Make appropriate apologies where a request has arisen from breakdown in room servicing.

HSC Requirements and Advice Learning experiences for the HSC must address: Procedures for handling customer complaints: • listen • acknowledge • identify nature of problem • identify and agree on an acceptable solution • action • record • follow-up to maximise customer satisfaction. An awareness of the importance of: • housekeeping staff and the customer agreeing on what is to be done in regard to the complaint • implementing solutions within acceptable time frames. An awareness of the benefits of following-up with customers post-resolution.

1.5

2

Advise guests on room and housekeeping equipment.

Hospitality Curriculum Framework

Agree with guests on timelines for meeting requests.

1.6

Locate and deliver requested items promptly within agreed timeframes.

1.7

Collect items for pick up within agreed timeframes.

1.8

Set up equipment for guests when appropriate.

2.1

Advise guests courteously on correct usage of equipment.

October 2008

Learning experiences for the HSC must address: Procedures for meeting guest requests including: • entering guest room • acknowledging guest(s) • placement of item.

Equipment must include: • electric kettles and jugs • telephones • computers • televisions and videos • hair dryers • alarm clocks.

Learning experiences for the HSC must address: Workplace/organisation standards for placement and/or set-up of a range of equipment located in guests rooms.

Learning experiences for the HSC must address: Working knowledge of a range of equipment located in guests rooms including: SITHACS004A Provide housekeeping services to guests

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Element

Performance Criteria

Range Statement

HSC Requirements and Advice • • • • • • • • •

2.2

2.3

Hospitality Curriculum Framework

Report equipment malfunctions promptly according to enterprise procedures, and where possible, make alternative arrangements to meet guest needs.

electric kettle/jug telephone in-room computers television and associated equipment hair dryer alarm clock air conditioning in-room safe in-room security features.

Learning experiences for the HSC must address: Standard operating procedures for dealing with damaged/broken/faulty equipment including: • remove or isolate damaged/broken/faulty equipment • advise housekeeping supervisor/team leader and/or maintenance personnel • replace damaged/broken/faulty equipment • complete relevant paperwork.

Where appropriate, agree on suitable time to collect equipment.

October 2008

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